Amazon Connect Engineer

Role Description

Position Overview

We are seeking an experienced Amazon Connect Engineer / Developer to design, configure, deploy, and optimize Amazon Connect contact center solutions. The role requires hands-on experience with AWS services, integrations, reporting, data pipelines, PostgreSQL, and deployment practices.

The candidate will collaborate with DevOps, engineering, and cross-functional teams while taking ownership of end-to-end solution delivery.

Key Responsibilities

• Design, configure, and deploy Amazon Connect contact center solutions.
• Integrate Amazon Connect with AWS services such as Lambda, Lex, S3, and DynamoDB.
• Develop and maintain custom contact flows, routing profiles, and agent hierarchies.
• Implement real-time and historical reporting using AWS tools and SQL queries.
• Collaborate with DevOps and engineering teams to ensure seamless deployment and monitoring.
• Troubleshoot and optimize existing Amazon Connect implementations.
• Ensure compliance with security and data privacy standards.
• Provide technical documentation and training to internal stakeholders.
• Develop and manage data pipelines using AWS Glue, including job creation, transformation logic, and orchestration.
• Work with PostgreSQL databases for schema design, query development, and performance optimization.
• Build and maintain reporting frameworks and interpret reporting metrics to support operational insights.
• Package, deploy, and manage AWS-based solutions following CI/CD and best-practice deployment models.
• Provide technical leadership, take ownership of deliverables, and drive project direction where required.
• Collaborate with cross-functional teams while ensuring accountability for end-to-end solution delivery.

Required Skills & Qualifications

Amazon Connect Expertise

• Build and optimize complex contact flows using Amazon Connect’s drag-and-drop interface.
• Implement dynamic routing logic based on customer inputs, agent availability, and business rules.
• Configure whisper prompts, queue hold messages, and error-handling flows.
• Define agent hierarchies, routing profiles, and user permissions.
• Set up queues, hours of operation, and escalation paths.
• Monitor agent performance and optimize staffing using historical and real-time metrics.
• Connect Amazon Connect with AWS Lambda for serverless backend logic.
• Use Amazon Lex for conversational IVR and chatbot capabilities.
• Store and retrieve customer data using Amazon DynamoDB or S3 during interactions.
• Customize and extend reporting using Amazon Connect’s Contact Trace Records (CTR).
• Use CloudWatch for monitoring, ing, and logging of contact center metrics.
• Implement role-based access control using AWS IAM.
• Ensure encryption of data in transit and at rest.
• Maintain compliance with industry standards such as HIPAA and PCI-DSS, where applicable.
• Integrate with CRMs such as ServiceNow.
• Use APIs and webhooks to connect with external systems for ticketing, customer data, and notifications.
• Diagnose call quality issues, latency, and flow errors.

AWS Development Skills

• Proficiency in AWS Lambda using Node.js or Python.
• Experience with API Gateway, CloudFormation, IAM, S3, DynamoDB, and CloudWatch.
• Familiarity with AWS SDKs and CLI tools.
• Understanding of serverless architecture and event-driven design.

SQL & Data Handling

• Ability to write basic to intermediate SQL queries.
• Experience with relational databases such as PostgreSQL.
• Understanding of data modeling and reporting.
• Experience with DynamoDB.
• Experience developing and managing data pipelines using AWS Glue.

General Skills

• Strong problem-solving and analytical skills.
• Excellent communication and documentation abilities.
• Ability to work independently and in a team environment.
• Agile/Scrum experience is a plus.
• Ability to take ownership of deliverables and support end-to-end solution delivery.

Preferred Qualifications

• AWS Certified Solutions Architect or Developer.
• Experience with Amazon Lex, Polly, and Transcribe.
• Knowledge of contact center KPIs and analytics.

Skills

Amazon Connect, AWS Lambda